Senior User Researcher

About the role:

We're looking for a Senior User Researcher to join our team. In this role you'll work closely with Product Designers, Product Managers, Data and Analytics and Engineers bringing user insights into every phase of the product development process, ensuring all the stakeholders have the data they need. You'll have the opportunity to influence product direction and address unmet user needs in this exciting and rapidly growing space.

As the Senior User Researcher working across all product teams, you'll investigate user behaviour and needs using qualitative and quantitative methods (including structured interviews, co-creation workshops, surveys, and behavioural analysis) to design and conduct research to guide decision making.

We are seeking a Senior User Researcher to help us set the path for our next generation of AI experiences. The ideal candidate will leverage their research skills to drive product strategy and improve the user experience for new and future users.

Responsibilities:

• Define and drive the UX research strategy for our MyCRM platform and align it with our business and product goals.
• Enhance the influence of the Design organisation by working openly, sharing customer insights, leading workshops from insights to action while also improving the ways we work to bring the customer to the center of what we do.
• Plan and conduct qualitative and quantitative research to understand user behaviours, needs, and motivations.
• Ability to define research questions and scope and identify the appropriate methods to execute studies.
• Synthesise research findings into clear, compelling narratives that inform product and business decisions.
• Establish best practices and frameworks for research.
• Mentor designers and PMs, helping them gather better customer insights, by providing feedback on research plans and ways of working.
• Advocate for a user-centered approach , ensuring user insights help shape the product roadmap.
• Develop scalable research methodologies that balance speed with depth, ensuring insights drive continuous development.
• Effectively communicate findings to stakeholders, influencing decisions with recommendations backed by data.
• Analyse themes from user feedback channels, such as Pendo and from the sales and support teams and integrate those into the product roadmap
• Stay up-to-date on industry trends, best practices, and emerging methodologies, continually advancing the research process and upskilling the product teams.
• Lead benchmarking studies to track changes in the UX, satisfaction, or behaviour over time to help the team measure the impact of product improvements and inform focus areas.

Requirements:

• Minimum of 5 years experience in a user experience research role.
• Expertise in qualitative and quantitative research methodologies, including usability testing, interviews, surveys, behavioural analytics, competitor reviews, A/B testing and workshops.
• Proven track record of leading impactful research initiatives that drove product strategy.
• Proficient with research tools such as UserTesting, Pendo, Fullstory and Figma.
• Experience using BI tools (e.g., Looker) to look up user behavior and identify relevant user segments.
• Effective communication and storytelling skills with the ability to present insights in a compelling and actionable way to cross-functional teams, stakeholders, and leaders.
• Ability to advocate for user needs and while balancing business priorities.
• Strong stakeholder management and ability to drive buy-in for research-driven decisions.
• Strong collaboration skills with experience working closely with product managers, designers, and engineers.
• Experience designing and executing research studies of various scales and at various stages of the product lifecycle.
• Expertise in both generative and evaluative research.
• Strong data interpretation skills.

Nice to haves:

• A deep curiosity about human-AI interaction
• Experience using AI tools for research to accelerate workflow.
• Familiarity with product analytic tools.
• Experience conducting research for global products.
• Experience building a UX Research function.
• Experience conducting research for a SaaS, CRM or finance product.
• Experience building journey maps, wireframes and low fi designs.
• Background in fast-paced, high-growth environments where research rigor is balanced with speed.